FAQ

Frequently Asked
Questions

The item is only reserved once your purchase is completed during the checkout process. If an item is extremely popular and in limited stock, it might be sold out once you reach the checkout. An item added to your shopping bag is saved for a total of 30 days, however stock availability cannot always be guaranteed. You are therefore encouraged to submit payment as soon as possible.

It is only possible to make a change to your order within 30 minutes and if the order has not been processed. We process orders very quickly, so changes and cancellations cannot always be fulfilled. You must immediately contact our Customer Care team on 03 384 0355 (within 30 minutes) with your change/cancellation request details included. 

We provide among the best e-commerce service in the industry, and guarantee secure payment processing at all times. Please click here to view the full details on how we protect your privacy and personal information.

Because your order has been held for a standard anti-fraud check by The Bikerond.

We want to avoid fraudulent and unauthorized payment

Please understand that we do not accept returns or exchange without prior return authorization. Therefore if you need to return your order for some reason, please contact our Customer Service staff on 03 384 0355 first to confirm. Once you are authorized to return the item(s), please follow all of the instructions provided.

We recommend that all returns be sent via a traceable carrier. Keep the Return Tracking Number associated with the package you are returning to ensure that the package is returned to our warehouse. Cycleways is not responsible for packages sent with a return label not provided by us, or without the original packing slip. 

We will endeavour to process & dispatch your order within three business days, and a little longer for rural deliveries. Please note, we are unable to deliver to Post Office boxes. Any orders placed on weekends or public holidays will be processed within the next two business days.

Once your order is collected by Aramex New Zealand courier, we have no control over it. Any enquiry about your delivery need to be directed to Fastway courier. Please also keep in mind that orders can be held up due to busy sales periods or public holidays.

You should have received an order confirmation email shortly after your order was placed. Please check your SPAM folder, otherwise send us an email to [email protected]

If your PC is running an outdated version of Windows, payment fields in our Online shop may appear unavailable. If you are browsing our shop from Windows Explorer browser, try to switch to another browser (Mozilla Firefox or Google Chrome) or refresh your current browser.

We are only able to deliver orders within New Zealand.

Once you click on Place Order Now, your order begins processing and cannot be changed or cancelled. By clicking ‘Place order’, you confirm that you have read and understood Cycleways Terms & Conditions.

Once your order has been dispatched for delivery, we will send you a confirmation email which will confirm a Completed” status and have your tracking number.

 If you have made an error with your address, please have your order number ready and contact us immediately on 03 384 0355, as we may be able to correct this at our warehouse before your order is shipped.

If the goods are faulty we will meet our obligations under the Consumers Guarantee Act. If you would like to return a faulty item, please contact us at [email protected]  within 24 hours of receiving the item, including a photo if the fault is visible.

You will need to return the item to us for inspection (at your own cost) and we will organize a replacement (or credit) for you as per our obligations under the Consumer Guarantees Act. All items must be returned unused and in their original packaging. You will need to provide proof of purchase.